Customer Success Manager, Merchandising Planner

-Hired as Leasing Consultant in July 2022 and promoted to Manager in Development in March 2023.
-Provide Living Excellence at every point of contact, exceeding residents’ expectations
-Showcase the value of the community features as they relate to the customer needs
-Utilize and establish creative marketing and social media strategies to increase property traffic and assist with brand management
-Maintain current and in-depth knowledge of the community’s market position in surrounding submarket to maintain the advantage above the competition
-Create and maintain excellent ongoing relationships with potential and current residents
-Maintain professional demeanor during high stress situations
-Use exceptional multi-tasking skills to streamline processes and effectively manage daily tasks
-Collaborate with team members to plan and organize resident events in order to promote and increase positive resident relations
-Strategically plan and meet individual and community performance goals consistent with market conditions (i.e., sales and marketing goals, customer sentiment goals, etc.) •
-Successfully adapt to change and lead through adversity

-Originally hired as Center Manager for Columbia location and moved to Multi-Unit Manager for Columbia and Annapolis locations in December 2021.
-Established and executed key operational priorities with a dynamic team in a fast-paced environment to achieve critical objectives.
-Interfaced with 100+ guests per day, investigating and resolving personal and business challenges to collaboratively reach mutually beneficial outcomes.
-Generated 9% revenue growth in Q3 and Q4
-Increased Package Sale Conversation
-Average by 7% over span of 3 months
-Analyzed business reports, created and executed SMART Action Plans in partnership with Operations Manager and Franchisees to improve results.
-Improved and created new processes and procedures including work instructions, SOPs and performance evaluation templates.
-Created Package Sales Audit Program to ensure the highest level of accuracy and avoid loss.

-Handled 50+ customer interactions per day, giving detailed, personalized, friendly, and polite services to ensure customer retention and loyalty.
-Performed advanced reviews of business operational trends and expected obligations to prepare accurate forecasts using PowerBi.
-Reviewed budgets and communicated findings to senior management.
-Established clear goals and objectives while inspiring team collaboration and achievement.
-Use CRM to manage the company’s relationship and interactions with patients to drive success and increase growth.
-Increased office customer satisfaction scores by 30% over span of 4 months.
-Built collaborative working relationships with doctors, home office and associates to achieve goals and provide seamless patient experiences.
-Coordinated and facilitate high-energy daily huddles and bi-weekly performance meetings for 15+ staff members.
-Regularly present data-backed recommendations and comprehensive analysis to senior leadership. These insights contribute significantly to driving both short and long-term business goals

-Originally hired as Keyholder in October 2014. Promoted to Assistant Manager in May 2016 and then moved into Store Manager role in June 2018. Promoted and relocated to Vermont to open and manage new location due to continuously achieving and exceeding company objectives and KPI goals at previous locations.
-Coached and directed Managers and Associates on the implementation of visual marketing and merchandising strategy according to Torrid standards and to achieve memorable product presentation and increase revenue.
-Maintain inventory oversight by following company loss prevention policies and offering excellent guest service.
-Coordinated strategy and workflow for a team of 15+, leveraging a consistent approach to relationship building, recognition and communication to generate continuously improving KPIs.
-Increased revenue 25% over expected sales.
-Facilitated employee training for all new recruits over 3 years and offered continuous advice, guidance, and mentorship on duties and best practices.
-Created a team environment which fosters inclusivity and positive connections.
-While setting clear expectations for team performance, conducted periodic evaluations and implemented corrective actions.
-Delivered exceptional service to 75+ guests per day, building brand loyalty by providing exceptional support, product information and purchase processing.
-Foster collaboration with peers, actively sharing best practices to ensure consistency in tools, reporting, and communications across the team. This collaborative approach ensures a unified and effective approach to achieving objectives.